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Sign in and navigate

Use the CXP web app to handle customer conversations, manage contacts, and configure support operations for your tenant. Coming soon: Bot and tenant configuration, Knowledge and the Integrations link are visible only to Owner/Admin. Applied Insights remains available to all roles; Analyst remains available to Owner/Admin/Team Lead/User when enabled. See Roles and permissions.

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Sign in

1. Open your CXP sign-in URL.
2. Enter your work email address.
3. Select the tenant you want to access if your account belongs to more than one tenant.
4. Complete password or single sign-on authentication.
5. Confirm that the app opens the tenant you intended to use.

If your account is missing from the tenant, ask a tenant admin to invite you or update your access. A previous customer-widget login does not grant CXP access by itself. After an invitation, your first CXP login completes your organization profile and roles using your existing account. For native Microsoft or corporate SSO shared across organizations, sign in once and choose an organization you are authorized to access. CXP finishes setting up your account in that organization before opening the workspace.

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Choose an initial workspace

The main sidebar puts operational work first:

• Conversations for active customer work, queue views, and conversation tabs.
• Contacts for customer records, Contact 360, and manual conversation creation.
• Organizations for account-level context and organization contacts.
• Reporting → Dashboard for operational and AI performance reporting, available to all roles.
• Search for finding historical conversations.

Reporting → Agent Workload is available to owners and admins. Coming soon: Team Leads will also see this report, including all reportable teams in their organization. This does not add general Settings access. Agent, User, and Viewer keep Dashboard but do not see Agent Workload. Under AI WORKFORCE, the Agents group starts expanded. It includes:

• Concierge for assistant configuration when your role allows access.
• Optimization for Optimization Agent sessions when your role allows access.
• Applied Insights, which opens the CXP workspace when enabled for your organization and otherwise opens the legacy Crescendo application in a separate browser tab.
• Knowledge, which opens the matching Crescendo application in a separate browser tab.

Under ADMIN, use Skills, Teams, Categories, and Settings for the areas your role permits. Open My Profile from your account menu. Your navigation only shows areas your role can access. Section headings, including ADMIN, are hidden when they contain no available items. Coming soon: User joins Viewer in the customer reader workspace. Both can open Conversations, Contacts, Organizations, Search, and Dashboard, without reply, assignment, or agent-state controls. My Profile > Views is hidden when personal view management is unavailable; an old bookmark opens General. My Profile > Notifications, the email signature editor, the work-notification bell, and agent availability labels/dots are hidden for these roles. Old Notifications bookmarks open General. Your own profile, photo, and local theme remain available; saved signatures/preferences and existing follower email delivery are preserved. See Roles and permissions.

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Use Commands

Select Commands in the global top bar or press Ctrl/Command+K.

• Start typing a page name to narrow the available navigation commands.
• Enter at least three characters that do not match a command to search conversations.
• Select a conversation result to open it, or select Search more … to continue with the same text in the full Search workspace.

Commands conversation results show the conversation ID, subject when available, state, and contact. The dialog returns the ten most recently updated matches; use the full Search workspace when you need more results or filters. The same global top bar keeps Notifications and your live-conversation center available while you move between CXP pages. The conversation center shows every active chat and voice conversation in your current workload, even when its workspace tab is closed, and lets you return directly to it. Each concise conversation-ID row shows separate Chat and Voice icons for its active workload channels. Its chat indicator shows your current conversation-distinct chat load and configured capacity. It turns yellow when one chat slot remains and red when you are at or above capacity. Voice remains a single active-call status rather than a capacity count. During a connected voice call, the center exposes compact call status and return navigation; the conversation’s Realtime media panel retains the call controls and participant list.

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Set your availability

Agents and team leads can set themselves Ready when they are available for routed live work. Set yourself Not ready when you should not receive new routed assignments. Being Ready does not move existing assigned conversations away from you. It controls whether CXP can offer you new live work.

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Update your profile

Every signed-in user can manage their own name and profile photo from My Profile > General. To update your name:

1. Select Edit profile.
2. Update your display name, first name, or last name.
3. Select Save changes.

Your display name is shown across CXP. If it is empty, CXP uses your first and last name, then your account identity as a fallback. To update your profile photo:

1. Open My Profile from the sidebar or your account menu.
2. In General, select Change photo.
3. Choose a JPEG, PNG, or WebP image up to 5 MiB.
4. Review the square preview, then select Save photo.

CXP uses your Google profile photo as an initial default when it is available. After you upload a photo, that uploaded image becomes your CXP profile photo. If you remove it, CXP shows your initials and does not automatically restore the Google image. The same General page shows your signed-in account, roles, and theme. Agent availability and personal email signature settings appear when your permissions support those features.

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Work with workspace tabs

The Conversations workspace has a persistent Views tab plus closeable conversation and Contact 360 tabs. Opening a conversation creates an in-app tab so you can move between active customer threads without opening browser tabs. From a conversation, select the contact name or email beneath the subject to open Contact 360 in the same tab strip; your open conversations stay available. Close tabs when you no longer need that workspace surface. Closing a conversation tab does not close or resolve the conversation.

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Switch tenant context

If you support multiple tenants, verify the active tenant before changing settings, accepting routed work, or creating manual conversations. Tenant data is isolated, so users, teams, channels, views, and conversations are tenant-specific.